Help Desk & Ticketing Software

Help Desk & Ticketing software enables customer support agents to receive and respond to service requests. It acts as a point of contact for users to get answers to questions, gain assistance in troubleshooting, and solve any other customer care-related issues.

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Support Every Customer. Anytime. Anywhere.
Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers with communities. Track key contact center metrics in real-time. And enable every employee to deliver outstanding service at every point of interaction. Read more about Salesforce Service Cloud

Wrike is a powerful yet user-friendly tool to manage projects from start to finish. Advanced project management features combined with advanced security, customization, and reporting will help you achieve your project goals. Thousands of project managers rely on Wrike in their daily work. Read more about Wrike

TeamSupport is an easy to use customer service and help desk solution built for B2B companies. Improve collaboration between departments & customers and manage tickets at the customer level to decrease support costs while improving the customer experience. Read more about TeamSupport.com
TeamSupport B2B customer support features include customer & product databases, advanced reporting, self-service portals, screen recordings, live chat, ticket management & automation, native integrations and much more.
Engage all members of your support team with sales and other departments to address customer issues quickly and efficiently. Internal chat and water cooler features enable real-time discussions with any member of your team, no matter where they are.

Desk.com is the all-in-one support app that keeps customers happy. Respond to customers on multiple channels and offer self-service support quickly. Desk.com has the best integration with Salesforce which means that your sales and service teams are always in sync. Read more about Desk.com Start in a matter of hours; then, watch Desk.com grow with you. Providing fast, awesome customer service has never been easier!

Yonyx is a cloud based platform for creating decision tree driven interactive guides for customer service that integrate with your CRM system. Yonyx guides help improve CSAT & First Call Resolution, while reducing average handle time & deflecting calls… Read more about Yonyx

Pricing model

Integrations

What is Help Desk & Ticketing Software?

Help desk and ticket management software solutions are used to optimize the overall customer support services offered by companies. They are particularly beneficial to businesses who lack the resources to build large-scale customer support centres. These business applications provide all the tools necessary to support your agents in managing their workload and improving their performance.

Help desk software can be used for both internal technical support as well as external customer case management. These apps offer a more efficient way to track and organize tickets, record repeated incidents and problems, and standardize issue-solving procedures. Common functionalities include the ability to build a workflow, scripts and a customized knowledge base for easy referral by all agents.

Many help desk applications will enable your company to offer 24/7 customer support through the use of customer self-service portals. These online spaces include searchable knowledge databases, forums, FAQ’s, videos and other self-help documentation. This means your agents have more time on their hands to deal with more escalated issues.

The case management features common to help desk software allows you to store and archive personal customer information and agent interaction history. Agents are provided with instant access to a range of data from one platform. This speeds up customer waiting time as agents grab the data they need in seconds. Not leaving tools facilitate communication among agents. Case routing ensures specific issues are sent to the right agents. .

Help desk applications generally feature multi channel support across various communication platforms such as web, email, phone, chat and social media. Use these applications to identify key trends and measure the time spent by agents to resolve specific issues. Customer satisfaction and agent performance can be improved through the reporting tools offered by help desk applications.

Help Desk & Ticketing Category Leaders Q1 2018

GetApp's quarterly ranking showcases the top 25 Help Desk & Ticketing apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, media presence, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews*

Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.

Integrations

Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms*

Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.

Security

Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.

*All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.

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GetApp offers free software discovery and selection resources for professionals like you. Our service is free because software vendors pay us when they generate web traffic and sales leads from GetApp users.

Because we’re committed to help you find the right solution for your business needs, we list all software vendors on our website, and give them the opportunity to feature their solutions and collect user reviews.